We’re sorry to hear that something has gone wrong. At Turnkey London, we are committed to providing a high standard of service to our clients. We understand that, on occasion, concerns or issues may arise. We value your feedback and are dedicated to resolving any problems promptly and fairly. This document outlines our complaints procedure to guide you through the process.

1. How to Make a Complaint:

If you have a complaint, please follow these steps:

a. Informal Resolution

• In the first instance, we encourage you to discuss your concerns with your designated property manager or point of contact.

b. Formal Complaint

• If your concern is not resolved informally, you can submit a formal complaint in writing via email or letter. Please include your name, contact details, a clear description of the issue, and any relevant supporting documentation.

2. Acknowledgment of Complaint:

We will acknowledge your formal complaint within three working days of receiving it. The acknowledgment will include the name and contact details of the person handling your complaint.

3. Investigation:

The assigned person will thoroughly investigate your complaint. This may involve reviewing relevant documents, speaking to involved parties, and conducting any necessary site visits.

4. Response:

We aim to provide a full written response within 15 working days of acknowledging your complaint. This response will include:

• A summary of the investigation.
• Our findings and conclusions.
• Any remedial action to be taken.

5. Escalation:

If you are dissatisfied with our response, you may request a review. This will be undertaken by a senior manager not previously involved in the complaint. We’ll tell you who’s working on it and how long they’ll need to investigate.

6. Final Response:

We will provide a final written response within 15 working days of receiving the request for a review. This response will outline any additional actions taken or reasons for maintaining our original decision.

7. Referral to a Redress Scheme

If you remain dissatisfied with our final response, you have the right to refer your complaint to an independent redress scheme. We are a member of Property Redress Scheme (PRS). You can contact the Property Redress Scheme (PRS) by emailing info@theprs.co.uk, calling 0333 321 9418 or by writing to Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH.  

8. Monitoring and Improvement:

We take complaints seriously and use them as an opportunity to improve our services. We will regularly review and analyse the nature and frequency of complaints to identify areas for improvement.